Customer Success Account Manager

Customer Success Account Manager (CSAM)

At Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, AI-powered global sales team—one that is deeply connected to our partners and driven by customer success. By uniting our Small Medium Business, Corporate, Strategy, and Partner teams, we are unlocking the largest customer opportunity, backed by the industry's most significant investments. Leveraging the power of AI and our extensive partner ecosystem, we are redefining how businesses of all sizes adopt technology to drive growth and innovation. SME&C is more than a sales organization—it's a culture of innovation, opportunity, and inclusivity. Here, you'll be part of a diverse, high-performing, and customer-obsessed team where collaboration, connection, and continuous learning fuel everything we do. If you thrive in a fast-paced, digital-first environment and are eager to make a meaningful impact, explore how SME&C can be the next step in your career. Together, we are shaping the future of business.

The CSAM (IC1) is an early-in-career Customer Success Account Manager who delivers standardized customer success outcomes spanning executive partnership, solution health, cloud adoption, and AI acceleration activities. These CSAMs act within a pod model.

Working under the direction of senior CSAMs and an M1 Manager, the CSAM operates within a defined pod covering a shared portfolio of accounts. The role contributes to portfolio-level intelligence, execution orchestration, and reactive signal aggregation – reducing context-switching for senior CSAMs and accelerating customer outcomes.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Executive partnership and execution

• Execute standardized executive partnership, solution health, cloud adoption, and AI acceleration tasks under direct guidance from senior CSAMs or CSU leaders.
• Support agent and Copilot adoption motions across assigned pod accounts.
• Complete assigned activities accurately and on time; escalate exceptions rather than independently diagnose them.

Portfolio-level intelligence and preparation

• Maintain deep, current account context across the pod's defined portfolio.
• Synthesize account signals into "what's changed / what matters now"
• Detect risks, upcoming deliveries, upcoming milestones, and open threads.
• Detect portfolio patterns such as recurring blockers across multiple accounts.

Execution orchestration (not delivery)

• Track delivery and milestone progress with partners and CSAs on behalf of senior CSAMs.
• Map dependencies across workloads and milestones.
• Proactively flag drift before the customer raises it.
• Coordinate remediation follow-ups across internal teams.

Reactive signal aggregation

• Monitor reactive support signals – case volume, aging, repeat drivers – across the pod portfolio.
• Aggregate reactive trends into portfolio-level views and surface early warnings of escalation risk.
• Track follow-through on Support, IM, and Service Manager commitments; chase stalled internal owners.
• Distill reactive noise into CSAM-ready insights, not raw data.

Qualifications

Required Qualifications:

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field OR equivalent experience.
• Fluency to read, write and speak in English.

Preferred Qualifications:

• 0–2 years of professional experience in program management, customer-facing operations, technology delivery, or analytics.
• Demonstrated comfort with AI tools and AI-first ways of working.
• Coursework or experience in program management, business operations, or an MBA in progress or completed.
• Exposure to enterprise software, cloud platforms, or B2B customer success.
• Experience working in pod, squad, or matrixed team structures.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.